Horrible experience at this hotel!
I booked the room at 400euro via booking agency (hotels.com) from Mar 30to Apr 1st, and they did not mention that the room is booked was not allowed the pet, while they promote the hotel is pet friendly.
We arrived there at night and we could not even check-in because of our dog. Either we had to abandon our dog, or had to give up 400euro and find other hotel.
Worst thing is that the staffs did not apologise the inconvenience they caused due to their inconsistent information promotion of their marketing platform. And they did not even try to help us what would be the solution at that night.
I’ve never seen this super UNFRIENDLY AND UNPROFESSIONAL staffs in hotel in my life.
They just did not care, and not try to help at all providing any alternatives solutions.
Just kept mentioning that dog is not allowed. Not only we could not get refunded due to their lack of aligned promotion with their agencies, we completely wasted our time and ruined the vacation!
We had to find urgently contact other hotel ourselves, giving up the room after 9pm.
Still arguing with this non-sense charge that whether we can use other room another date/ refund but did not get any reasonable response from both of agency and hotel.
They keep pushing back each other, talking about their own policies, and not trying to take responsibility for what they caused.
Horrible customer service ever.